Sandile Andrew Bongo
Claims Handler
Johannesburg, Gauteng
Summary
I am a knowledgeable and dedicated customer service professional with extensive experience in insurance and telecommunications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Complaints Officer
4-Sure Technology Solutions
12.2024 - 10.2025
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Assisted with complaint gap analyses and risk assessments.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Tracked, monitored, and worked with stakeholders to address issues identified through root cause analysis.
- Achieved positive resolution outcomes by mediating disputes between customers and company representatives.
- Participated in regular meetings with management to discuss ongoing issues, trends, and opportunities for improvement in complaint handling.
- Demonstrated exceptional time management skills, consistently meeting deadlines for resolving complaints and reporting on complaint trends.
- Maintained accurate records of all complaints received, actions taken, and outcomes achieved for reporting purposes.
- Conducted thorough investigations into complex complaint cases to determine appropriate resolution strategies.
- Enhanced customer satisfaction by promptly addressing and resolving complaints in a professional manner.
Claims Consultant
4-Sure Technology Solutions
05.2022 - 11.2024
- Improved claims processing efficiency by streamlining workflows and implementing best practices.
- Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
- Continuously updated personal knowledge of industry trends and developments, ensuring the provision of accurate and relevant advice to clients.
- Enhanced client satisfaction by providing timely updates on claim status and offering personalized support.
- Assisted in the development of new policies, procedures, and guidelines for claims management to ensure ongoing alignment with industry best practices and regulatory requirements.
- Consistently achieved departmental goals for claim closure ratios and customer satisfaction ratings through diligent case management techniques.
- Managed a high volume of complex claims, effectively prioritizing tasks to ensure prompt resolution for clients.
- Effectively managed risk exposure by reviewing policy coverage details and applying appropriate limits during the settlement negotiation process.
Customer Service Representative
Merchants (Cell C)
09.2016 - 05.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
Mokgome Senior Secondary School
Johannesburg, South Africa 04.2001 -
Diploma in Information Technology (NQF Level 6) - Information Technology
PC Training & Business College
Johannesburg, South Africa 04.2001 -
Skills
Complaint analysis
Claims investigation
Compliance with insurance regulations
Claims administration
Policy interpretation
Claims settlement procedures
Customer service excellence
Claims management systems
CRM systems
Microsoft Office (Excel, Word, Outlook)
Accurate data entry
References
References available on request.
Timeline
Complaints Officer
4-Sure Technology Solutions
12.2024 - 10.2025
Claims Consultant
4-Sure Technology Solutions
05.2022 - 11.2024
Customer Service Representative
Merchants (Cell C)
09.2016 - 05.2022
High School Diploma -
Mokgome Senior Secondary School
04.2001 -
Diploma in Information Technology (NQF Level 6) - Information Technology
PC Training & Business College
04.2001 -